Silvia Duron
Germantown,USA
Summary
Dynamic and adaptable professional with extensive experience at the Department of Health and Human Services, excelling in roles that demand exceptional customer service and problem-solving skills. Proven track record in improving client satisfaction and efficiently handling multi-lingual client interactions. Demonstrates professionalism and reliability, with a focus on lead generation and customer relationship management.
Experienced with client advocacy and support services, ensuring comprehensive assistance. Utilizes effective communication and problem-solving skills to address client needs. Strong understanding of community resources and case management.
Overview
19
19
years of professional experience
Work History
Human Services Specialist
Tobacco Enforcement Education Specialist
10.2024 - Current
- Supporting The Montgomery County Tobacco Program, ensuring compliance with state mandated tobacco regulations.
- followed strict procedures to keep sensitive data confidential. Coordinate a compliance schedule daily retail visits.
- Visit retail stores, by conducting state mandated compliance checks and establish what needs to be address.
- Maintained accurate case documentation, ensuring compliance with regulatory requirements and agency policies.
- Educate retailers on the importance of protecting youth from tobacco exposure.
- Process and complete detailed tracking logs and enforcement records.
Broker Assistant
Department of Health and Human Services
12.2022 - 04.2024
- Greet, screen and assist clients who walk in to the lobby of the OESS regional offices.
- Assist clients by directing them to the proper service assistant according to their needs.
- Facilitated communication between brokers and their clients regarding account or changes in positions.
- Assist with applications online or paper for diversity of benefits, while maintaining client confidentiality.
- Provided excellent customer service to clients, responding promptly to inquiries and resolving any issues in a timely manner.
- Inform the clients of what they can expect next, time frames, next steps to take, how and with whom to follow up with.
- Screen SNAP applications for expedited services.
- Make referrals to other DHHS departments.
- Serve clients in their native language by either interpretation or using the limited English proficiency language line if needed.
- Attend trainings, other duties as assigned.
Client Service Representative
Department of Health and Human Services
01.2006 - 07.2021
- Received and responded to high-volume incoming calls and emails in a timely manner.
- Developed in-depth knowledge of company products and services to better assist customers.
- Responded to complaints and resolved issues while providing high-quality customer service.
- Managed multiple tasks while meeting tight deadlines and maintaining high standards of customer service.
- Performed administrative duties such as filing paperwork, updating databases and preparing documents.
- Navigated multiple computer applications while interacting with clients.
- Cultivated strong relationships with customers through courteous and helpful communication.
- Resolved billing disputes in a timely manner while adhering to company policies and procedures.
- Followed all customer service policies and procedures.
- Assisted prospective clients with enrollment process for products or services.
- Scheduled client meetings or responded to calls to address questions.
- Managed relationships with referral sources, resulting in steady referral stream.
- Analyzed data to identify trends in customer requests and complaints for further investigation.
- Performed case management to provide outstanding client services and meet company's mission.
- Provided excellent customer service by promptly responding to inquiries and resolving complaints.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
- Conferred with customers by telephone or in-person to provide product or service information.
Education
Certified Nursing Assistant -
Health Training Institute
01.1999
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Montgomery College
Skills
- Problem-Solving
- Professional Demeanor
- Lead Generation
- Bilingual
- Time management abilities
- Attention to Detail
- Professionalism
- Reliability
- Adaptability and Flexibility
- Excellent Communication
- Customer Service
- Client needs assessments
- Client support and assistance
- Teamwork
- Problem-solving
- Multitasking
- Time management
Languages
Spanish
Timeline
Human Services Specialist
Tobacco Enforcement Education Specialist
10.2024 - Current
Broker Assistant
Department of Health and Human Services
12.2022 - 04.2024
Client Service Representative
Department of Health and Human Services
01.2006 - 07.2021
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Montgomery College
Certified Nursing Assistant -
Health Training Institute
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